Helpline 01782 479550

Free UK Delivery on orders over £50.

Frequently Asked Questions

Our FAQ's contain the answers to many common queries we get here at The Sci-Fi Shop, however if a question isn't on the list, please contact us and one of our team will be more than happy to help you.

Payment

Pre-Orders

Delivery

Returns & Cancellations

Customer Helpline


Payment

What methods of payment do you accept?

We accept payment via most major debit and credit cards through our payment provider PayPal. The cards we currently accept are Visa, Visa Electron, MasterCard, Discover and American Express. As we use PayPal to process all of our payments, we also support payment via PayPal balance transfers which can be funded through your registered bank account linked with PayPal.

Do I need a PayPal account to checkout using PayPal?

Although we use PayPal to process all of our payments, you do not need a PayPal account to pay for your order. PayPal allows non-registered users to pay without an account using their debit or credit card.


Pre-Orders

What are pre-orders?

Pre-orders are items which are currently un-released by our suppliers / manufacturers. We allow pre-orders to be made so that you can secure items before they are released and get them as soon as possible, in some cases even before they are available to buy in shops. Your debit or credit card will be charged for a pre-order item when you place your order, doing so allows us to secure the item for you.

What happens if a pre-ordered item is cancelled by the manufacturer?

Occasionally our suppliers / manufacturers can delay or cancel pre-order items. If an item on pre-order is cancelled and will not be coming into stock, will will notify you at the earliest opportunity and immediatly refund the cost of that item to you. If an item on pre-order is delayed then we will post an announcement on our website notifying customers of the change. If stock of pre-ordered items is unavailable to fulfill every pre-order made through our website, the available stock will be allocated to those customers who placed pre-orders first, everyone else will recieve a full refund.

When is payment taken for a pre-ordered item?

We take payment immediatly for any pre-orders placed through our website, this allows us to secure the stock with our suppliers and also lowers the risk of abuse to our pre-ordering system.


Delivery

Which company do you use for delivery?

We currently use Royal Mail, Parcel Force, Collect Plus and myHermes for all deliveries dispatched from our main warehouse in North Wales. Items that are shipped direct from the supplier / manufacturer may however be delivered using different couriers.

What is the cost of delivery?

The cost of our UK standard delivery is £3.95 for orders up to the value of £50. For orders with a value over £50 standard delivery is free of charge.

Do you deliver internationally?

Yes we do deliver internationally, and the cost of international delivery will be based on the weight of your order. When you click to checkout, you will be prompted to enter your delivery address, after which you are presented with the product totals and will be offered one or more delivery options to choose from for your country. At this point you are not committed to proceeding any further if you do not want to.

In some instances we may have a local delivery centre in your country and may be able to dispatch your order locally to provide quicker delivery. Please note we only operate local delivery centres within the United States of America and only on selected product lines.

When will my order be dispatched?

Items that are marked as "in stock" on our website are normally dispatched within two working days (usually much sooner). Pre-order items are dispatched as soon as stock becomes available from our suppliers. Items are sometimes dispatched seperatly from each other in order to get items to you sooner. You will not be charged extra for split deliveries.

On rare occasions where items are either dispatched directly from a supplier / manufacturer, or specially ordered to our warehouse from a supplier / manufacturer a delay of upto 10 days can be possible. If an item you have ordered is delayed, you will be informed of the delay as soon as possible and be given the option of changing or cancelling your order.

When will my order be delivered?

UK orders are usually delivered within 5 working days after dispatch depending on the delivery method selected during checkout. Most orders sent via our standard delivery option arrive within 3-5 days after dispatch, although this is not guaranteed.

For all orders within the UK, we are required to wait 21 days from the date of dispatch before we are able to investigate a missing item, this is due to the terms and conditions of our carrier. For international orders this time is increased to 42 days.

What happens if I am out when you deliver?

If you are not home when our carrier attempts to deliver your order, you will be left a card at the delivery address confirming that a delivery attempt has been made or your order will be left in a safe place. If you are left a card, you should then follow the instructions left on the card to either re-arrange delivery on a suitable date, or to collect your order from your local delivery depot.

Can I pick my order up from a local shop?

Unfortunatly as we are an online retailer, we do not operate any physical shops. This means you are not able to pick up your order in person.

Can I track my order?

Yes, after your order is dispatched, if you have selected a tracked service during checkout then you will be emailed the relevant tracking information. This information will also be available for viewing through your online account on our website. All other orders are not able to be tracked.


Returns & Cancellations

How do I return an unwanted item?

Under the Distant Selling Regulations, if you decide you no longer want an item purchased from us, and the item is unopened and unused in the original condition it was received, you can arrange to return it to us within 7 working days after the day of receipt for a full refund. Please be aware that we will not refund your return postage costs, as there was no error on our part.

If you wish to return an item to us, you must tell us in writing via e-mail or post. Requests for returns can not be handled by our phone operators. Once we have received your request to return an item, we will then contact you with the relevant details you need to return the item safely to us.

Please note that some items are not eligible to be returned unless they are faulty. These items include customised items, perishable goods, audio and video recordings or software that has been unsealed, newspapers, periodicals (such as comics) and magazines.

What do I do if I receive a faulty / incorrect item?

You can return any item to us within 30 days of the date you received the item if it has been damaged during delivery, is defective, has been incorrectly advertised or isn't what you ordered. A full refund (including return postage costs) or a replacement at no additional cost will be issued. If you choose a replacement item, we will dispatch it by the same delivery option that you originally selected for your order.

How long will it take to get a refund?

When we process your refund you will be emailed to let you know a refund has been issued. Please note that it can take up to 10 working days for refunds to appear back in your account. All refunds will be issued within 30 days from the time we are notified in writing about a return.


Customer Helpline

What is the customer helpline?

Our customer helpline is available for customers if they have any questions or concerns, simply call our customer helpline and speak with one of our friendly and knowledgeable customer service representatives who will be able to help you with your query.

Can I place an order using the customer helpline?

Currently orders can not be placed over the telephone. Our customer helpline is purely for customer service related questions and can not be used as an order line. This allows us to keep our prices competitive as an online only retailer.